Regional Service Delivery Manager Lenovo India Private Limited

15.0 - 17.0 years

0 Lacs

mumbai, maharashtra, india

On-site

Description and Requirements Single Point of Contact for customer's concerns and issues, business critical events and major incidents for the region till problem resolution. Be the Customer Experience (CX) focal to influence and lean good customer service practices sharing across different service touch points. Build and maintain customer relationship and coordinate with Lenovo support teams and delivery partners in other geographies to support customer. Own and drive teams to ensure services are delivered according to the contractual requirement in the most cost-effective manner. Early identification of customer satisfaction issue and develop Service Improvement Plan to address the issue. Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews and track open issues till closure. Develop and maintain Account Support Plan, including contents such as customer contact list, customer IT environment (inventory) and configuration, service level objective, key process and operation procedures and etc. Responsible for Relationship customer account satisfaction (CSAT score) Good understanding of all customer dissatisfaction issues, with the ability to analyze and deep dive the root cause, and constantly seek ways to improve the process or systems to minimize occurrences and enhance good experience. Manage the performance of Service Partners and ensure that Service Levels and scope of work are achieved accordingly. Managing SLA and other Key service metrics on weekly / monthly basis Identifies any cost saving opportunities and drives cost saving plans. Drive Cost reduction Key service metrics Required Experience: Bachelor's degree in Computer Science, Engineering, or Business Administration 15+ years experience in service delivery, managing services delivery partners and managing customer satisfaction. At least 3 years experience in working with clients Ability to manage multiple complex customer situations at the same time Excellent interpersonal and communications skills Excellent oral and written English skills Hands on experience on x86 servers, storage, VMware, Linux and Windows servers At least 5 years experience in server & storage maintenance services At least 2 years experience in Account management

Posted 2 days ago

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Presales Technical Consultant Lenovo

5.0 - 9.0 years

0 Lacs

chennai, tamil nadu

On-site

You should have at least 5+ years of work experience in building infrastructure solutions based on customer requirements. The location for this position is in Chennai/Hyderabad. It is essential to have good working experience with Data Center products like X86 Servers, Storage, HCI AI Solutions. Your responsibilities will include building x86 based solutions using 3-Tier or HCI based architecture, as well as building Storage solutions such as SAN, NAS, SDS. A good understanding of server and storage virtualization options is necessary, along with knowledge of different types of workloads like Database, SAP HANA, and Big Data. You should also have a fair understanding of Cloud technology, including its suitability for workloads, building a cloud stack, and integration with public cloud offerings like Azure, AWS, and GCP. Demonstrating a consultative approach in engaging with customers to explore and understand their current landscape, suggesting modernization options, and improving efficiency will be a key part of your role. Good presentation and whiteboarding skills are required to explain solutions to customers and determine the optimal fit for their needs. Experience in working on RFPs, both in building RFPs and responding to them, would be beneficial. You will be responsible for building configurations using Lenovo tools for the infrastructure solutions proposed to customers. Supporting Business Partners by engaging with their end customers and making product portfolio and concept presentations at Marketing events or to educate partners will also be part of your responsibilities. Collaboration is key, as you should be a team player working with other Solution consultants and the Sales team towards the common goal of providing the best solution to customers and winning their confidence. This position requires a candidate who is a graduate and possesses strong teamwork and communication skills. If you are excited about being part of Lenovo's transformative journey and contributing to a more inclusive, trustworthy, and smarter future, visit www.lenovo.com for more information and updates.,

Posted 1 month ago

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